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Milewski (2006) - Interruption Managment and Telephone Call Screening
Milewski (2006) - Interruption Managment and Telephone Call Screening
Allen E. Milewski
Department of Software Engineering, Monmouth University
1. INTRODUCTION
age, Gillard, Bow, and Wale (1995) determined that the single most critical issue for
residential telephone users is “access management,” which includes protecting
oneself from constant interruption by unwanted calls.
In its simplest form, the telephone call is far from a perfect notification. The ring-
ing of the telephone signifies that some potentially important event is occurring—
namely, that someone wants to communicate. To determine the true importance of
the event compared with ongoing activities, the recipient of the notification has to an-
swer the call directly and engage in social interaction. Doing so can be taxing in terms
of social effort and has a large impact on whatever behavior was ongoing when the
interruption occurred. Those that do not respond to the notification may have no
way of ever determining whether they should have responded. Aperson engaged in
some critically important task when the phone rings is faced with this dilemma, and
common experience shows that people generally respond to this notification.
The standard telephone ring, because it demands a high-overhead response,
could be classified as an immediate interruption according to McFarlane’s (1999)
taxonomy, and this type of interruption has significant disruptive effects on the
performance of ongoing activities. In the telephony domain, there are alternative
methods for handling incoming calls—audio call screening is one of them (Gillard
et al., 1995; Lacohée & Anderson, 2001). Audio call screening is more similar to
McFarlane’s negotiated interruption, which is superior to other types of interrup-
tion in that it causes less disruption. With audio call screening, the caller indicates
that a conversation is desired by adding verbal information about the incoming call
that can help the recipient determine its priority without engaging in social interac-
tion. Generally, this audio information is played out loud while being captured as a
message with a telephone answering machine.
The similarities of audio call screening with negotiated interruption are signifi-
cant. First, no immediate response is required when audio screening, other than lis-
tening to the message. Indeed, audio screening does not even require close proxim-
ity to the telephone. It can be argued that listening to the audio message entails
cognitive overhead in itself, but the relatively low overhead of listening can be used
to manage the much higher overhead of social interaction required to engage in the
call. Trade-offs between the disruptive aspects of interruptions and their critical in-
formation value have been recognized in both theory and empirical findings on in-
terruptions (McCrickard, Chewar, Somervell, & Ndiwalana, 2003). Second, the re-
cipient of a screened call has control over if and when the interruption is handled,
and this control is situational (Suchman, 1987). With no prior planning and based
on the immediate context, users can decide whether the alert is important enough
to allow further interruption by responding to it.
Finally, in the case of audio screening, negotiation of the interruption is indirect
and asynchronous. The recipient’s side of the negotiation consists of deciding to
answer the call or not. The caller’s side consists of providing a potentially rich array
of information describing the nature of the call. During audio screening, for exam-
ple, a caller is likely to indicate his or her identity and the reason for calling. An in-
dication of the caller’s own future availability might also be included. This direct
information is only part of the message, however. The voice quality of a verbal mes-
sage often indicates its emotional content (Yang, 1996), so that recipients may de-
22 Milewski
tect, for example, its friendliness versus tension. Finally, callers may even indirectly
infer both urgency and call length. All of these cues provide information useful in
deciding whether to answer the call. If one were to create a continuum of informa-
tion richness, audio screening would be an example of highly “informative alert-
ing” compared with other alerts such as the telephone ring. It is this informative
alerting that gives recipients the control to manage further prolonged interruption
with only the small overhead of listening. Therefore, informative alerting is one of
the key aspects of similarity between audio screening and negotiated interruption.
Given the similarity to the highly efficient negotiated interruptions, one might
expect that call screening would reduce the perceived disruption of telephone calls
and be used frequently as part of telephone users’ interruption management strate-
gies. McFarlane’s (1999) categorization of interruption types was initially intended
only as a framework of system design alternatives, and there has been little study
of how these interruption types interact with the strategies users develop for deal-
ing with interruptions. Nonetheless, one might expect that, given the choice, users
would incorporate more efficient interruption types into their activities and that
audio screening would be an example. However, beyond the basic finding that tele-
phone users do screen calls (Gillard et al., 1995; Lacohée & Anderson, 2001), little is
known about it. For example, there is no normative data indicating how often peo-
ple screen calls or what information they concentrate on when they do. It is also not
clear how disruptive telephone calls are to daily activities and to what degree audio
screening influences the disruption. Similarly, little is known about the communi-
cations aspect of screened calls: How do recipients use information to negotiate
conversations, and what are the social implications of call screening?
The exploratory study of audio call screening presented here has the goal of
better understanding how informative alerting is used to manage interruptions
and negotiate communications during everyday activities. The study investigates
the frequency, motivations, and basic characteristics of audio call screening. In ad-
dition, because the particular interruptions handled by call screening are of a
strongly social nature, this study also explores the social acceptability of screening.
2. METHOD
the frequency of screening, reasons for screening, the information utilized while
screening, and the disruptiveness of answered telephone calls and audio-screened
telephone calls. Additional survey items probed the social acceptability of audio
screening and recipient demographics. Some survey items had constrained re-
sponses and were automatically compiled; other items allowed open-ended re-
sponses. Not every item was completed by every respondent.
Survey results were analyzed and organized around the following key questions
regarding call-screening behavior.
Of 187 total respondents, 147 (79%) reported having an answering machine. The
preponderance of answering machines was in a residential setting. Of those with
answering machines, 83% were situated in residences, whereas 15% were in of-
fices. Three percent of the respondents reported having answering machines in
both locations.
Of the respondents with answering machines, 104 (71%) reported engaging in
audio screening for at least some calls, with about one third screening more than
half their calls. Across all screeners, the mean estimated percentage of calls
screened was 46.2%, but there was a good deal of variation between respondents in
estimated screening frequency. Indeed, the distribution of audio-screening fre-
quency, shown in Figure 1, was strongly bimodal, suggesting two classes of respon-
Virtually all of the respondents that do screen (92%) report audio screening spe-
cifically to decide whether to answer the call. This, for example, compared with
simply capturing the caller’s message or as a way to fill time while getting to the
telephone.
The fact that screening is part of an active interruption management strategy is
bolstered by differences between frequent and infrequent screeners. Specifically,
frequent screeners estimated not answering a larger percentage of calls because of
something heard in the screened message. Overall, rejection rates were correlated
with the percentage of calls screened, r(98) = .22, p < .05, and the two groups dif-
fered significantly, t(98) = 2.19, p < .05. The rejected messages were still recorded as
voice messages, but frequent screeners were more selective in deciding to engage
in interactive conversation. Moreover, frequent screeners had a higher estimated
percentage of knowing, before answering, who the caller was, t(96) = 2.149, p < .05,
and what the call was about, t(87) = 1.74, p < .075 (marginally significant ).
Ninety-seven percent of the respondents reported that receiving unwanted tele-
phone calls was an intrusion and disrupted their ongoing activities. Thirty-nine
percent reported “hating it,” 23% categorized unwanted calls as “a lot of trouble,”
and 35% said they were a minor inconvenience. Only 3% viewed unwanted calls as
“no trouble at all.” There were no differences between frequent and infrequent
screeners in their judgment of unwanted calls. The perceived intrusiveness of un-
wanted calls varied with the amount of work they require, possibly because more
answering activity interrupts and interferes more with ongoing tasks. Participants
were asked about the intrusiveness of unwanted calls when they answered them
versus when they did not answer them. The distributions of responses about intru-
siveness were significantly different, with the intrusiveness of unwanted but unan-
swered calls much lower, χ2(3, 186) = 53.2, p < .001. For example, 20% of respon-
dents viewed these to be “no trouble at all,” and 52% considered them to be only a
minor inconvenience. Finally, when asked about the intrusiveness of listening to
audio screening, 60% indicated that listening to audio screening was an intrusion,
whereas 40% viewed this as not at all intrusive or disruptive. Frequent screeners
judged audio screening to be less intrusive and disruptive than did infrequent
screeners, t(102) = 2.73, p < .01.
In summary, telephone users appear to screen because it is a relatively easy and
effective way to manage interruptions. The prevalence of unwanted calls and the
major concern with finding effective ways of managing them is consistent with
past findings that access management is a major residential concern (Gillard et al.,
Interruption Management and Call Screening 25
1995; Lacohée & Anderson, 2001). Moreover, the perception that screened calls are
less disruptive than answered calls is consistent with the view that audio screening
shares important characteristics with McFarlane’s (1999) negotiated interruptions.
McFarlane found better performance and less disruption when participants were
given negotiated compared with immediate interruptions. In the study presented
here, respondents have a choice of immediately answering the telephone or using
audio screening to decide whether to answer. The fact that a significant proportion
of telephone users choose to screen suggests that they have incorporated the effi-
ciency of negotiated interruptions into their interruption management strategies.
Moreover, the observation that those who perceive audio screening to be less dis-
ruptive also screen more may further suggest a deliberate strategy.
Respondents were asked to rate, on a 7-point scale, the importance of the several
categories of information they might obtain while screening. These categories were
developed prior to the survey during informal interviews conducted with several
colleagues. These colleagues were asked to speculate about what information
might be available in an audio screening. They are caller’s name, reason for call,
caller’s telephone number, urgency of call, length of call, recipient of the call, and
emotional impact. Ratings ranged from 7 (almost always important) to 1 (rarely impor-
tant). Rating results are shown in Figure 2 averaged across all respondents.
There was a strong effect of information category, F(6, 101) = 91.6, p < .01. The re-
sults of Wilcoxon pairwise tests reveal several differences in rated importance.
Caller’s name or identity was most important. It was rated significantly higher in
importance than each of the others. Urgency of the call was next, rated significantly
more important than either reason for the call (z = 3.98, p < .01) or emotional impact
(z = 4.19, p < .01), although still less important than the caller’s identity (z = 4.87, p <
.01). There were no statistical differences between reason and emotion. The recipi-
ent of the call1 was rated next in importance; its rating was less that either reason (z
= 4.16, p < .01) or emotion (z = 4.05, p < .01) but higher than caller’s telephone num-
ber (z = 3.26, p < .01) and length of call (z = 4.02, p < .01).
The caller’s telephone number and the estimated length of the call were rated
least important.
Rating data were similar to qualitative answers about what it is that makes users
pick up a call or not, after screening. Seventy-two percent of respondents (73 of 102)
mentioned the caller’s identity only. Of these, 5 respondents described making a
simple determination of whether the caller was a telemarketer. Six percent men-
tioned only the reason for the call, and 14% mentioned both caller’s identity and
reason for calling for deciding to answer. This means 20% were concerned with the
reason for the call as a factor in answering calls. A substantial number of responses
also indicated that their behavior depended on call context, such as the time of day,
ongoing activities, and so on.
Given the importance of context and the primacy of callers’ identity, another
way of determining the importance of other information is to ask “Once you have
heard who is calling, how often do you wait to hear the reason for the call?” To this
question, only 12% said they never waited to hear the reason for the call before
picking up; 88% apparently used the reason for the call at least occasionally in de-
ciding to answer (Figure 3). Although only 3% reported always waiting, 24% re-
ported usually waiting to hear the reason of the call before picking up. Sixty-two
percent seldom waited.
Frequent screeners and infrequent screeners had very similar information-gath-
ering patterns. Rankings of importance across information type did not differ for
the two groups, and the likelihood of waiting for the reason for the call after hear-
ing the caller’s identity was the same for frequent screeners as for infrequent
screeners.
Across all screeners, information about caller identity and reason for the call
were estimated to be detected quite accurately, although not perfectly. Respon-
dents indicated that, after screening, they had a good sense of who was calling a
mean of 79.2% (SD = 27.3) of the time (Mdn = 90%) and, similarly, that they could
predict the reason for the call a mean of 75.3% (SD = 29.0) of the time (Mdn = 90%).
One of the reasons these predictions were not higher was that, according to several
respondents, telemarketers often purposely do not make their identity clear until
after a human answers the call.
In summary, caller identity appears to be the most critical piece of information
gathered while screening by far. However, the reason for the call as well as other
contextual factors, such as emotional impact, urgency, and so forth, is also impor-
tant. This pattern of behavior for telephony conversations is much like the begin-
ning of conversations in a face-to-face setting and is consistent with the notion that
1Information about the call recipient could be useful in a household situation where there are several
Those respondents that did screen reported having their answering machines set to
an average of 3.92 rings. The majority of respondents had machines set to 4 rings,
but 11 (of 104) had them set to 2 rings. These respondents were evenly distributed
across the range of proportion of calls screening, making it unlikely that these re-
spondents consciously had set their equipment to facilitate screening. Indeed, the
number of rings was not a reliable predictor of any screening behavior. Frequent
and infrequent screeners did not differ in this measure, and even those that re-
ported screening 100% of their calls were evenly distributed across the range of
ring settings. It is not clear if this similarity across groups reflects a failure to con-
sciously plan for screening or simply not knowing how to modify ring settings in
what is often an obscure answering machine user interface.
The survey question “How long do you screen” was open ended and could be
answered with either a number or a text phrase. Seventy-two percent of respon-
dents answered with a numeric duration estimate, and the mean estimate was 4.46
sec (Mdn = 3 sec). There was a small difference in listening duration means between
frequent screeners (5.1 sec) and infrequent screeners (3.7 sec), but the difference
was not significant and resulted from very long durations reported by two frequent
screeners.
Survey responses indicated an interesting interaction between audio screening
and screening with caller ID displays. Fifty-seven percent of all respondents re-
ported having and using caller ID display devices. Those respondents with caller
ID devices were no less likely to engage in audio call screening than those without
caller ID devices. In fact, those respondents with caller ID service reported audio
screening a significantly larger percentage of messages (48.5%) than those respon-
dents without caller ID service (29.6%), t(94) = 2.82, p < .01. Consistent with this, re-
28 Milewski
spondents with caller ID service were also more likely to be categorized as frequent
screeners.
The estimated number of calls screened was the same for auditory screening
(38.6%) and screening with caller ID service (41.3%). One interpretation is that re-
spondents with caller ID service and answering machines used both kinds of infor-
mation. It is not clear from the data if these are used in parallel or by some other
strategy. In open-ended answers, five respondents explicitly said they engaged in
audio screening only if the caller ID display failed to show a number. Respondents
with caller ID rated the visual caller ID to be significantly less intrusive than audio
screening, t(103) = 6.4, p < .01. However, several respondents noted that a signifi-
cant advantage for audio screening in the residential setting was that it could be
conveniently used from any room in the house.
Screeners were asked to compare their own likelihood of screening incoming calls
with the likelihood that calls they initiate are screened by others. Both frequent and
infrequent screeners estimated the likelihood of being screened as less than their
own screening frequency (Figure 4). The overall estimate of screeners being
screened was 28.5% (i.e., frequent and infrequent screeners averaged together).
This was a relatively accurate reflection of the likelihood of actually being screened.
If all respondents with answering machines are taken into account regardless of
whether they screen, the total screening frequency was 32.6%. Frequent screeners
tended to overestimate screening, whereas infrequent screeners underestimated
screening. In summary, although participants’ own screening behavior slightly bi-
ased their perceptions of how often other people screen, their estimates generally
matched reality.
The social acceptability of screening has often been questioned (Martin, 1996).
However, out of all respondents that screen, only one respondent considered their
own screening to be “always rude.” Seventy-six percent considered their own
screening to be “never rude,” and the remaining 23% responded that it depended
on whom they were screening. There were no significant differences between fre-
quent and infrequent screeners.
Similarly, when all respondents were asked if it was rude for other people to
screen them during a call that they initiated, 79% responded that it was not rude,
whereas 21% thought it was. There were no differences between respondents who
screened and those who did not screen.
Despite strong agreement among screeners that screening is not rude, screeners
virtually never revealed to people calling them that their calls might be screened.
Only 3 of 104 screeners reported indicating in their answering machine greeting
that the call might be screened. This tendency to leave the situation ambiguous
may indicate some doubt over screening’s social acceptability, although it could
also indicate a courtesy to the caller. Adding this warning to a greeting increases its
duration and complexity, as it might or might not be true for any specific call.
4. CONCLUSIONS
(McCrickard et al., 2003), and the finding that audio screening is a common activity
suggests that its value is high.
An interesting suggestion from the findings presented here is that screening
may be part of an active, deliberate strategy for negotiating interruptions. This is
evidenced by the fact that those who screen more are more selective in answering
calls, feel they know more about the call prior to interacting with the caller, and
judge audio screening as less disruptive. Indeed, audio screening may often be just
part of an interruption-management strategy that can also include caller ID tech-
nology because their use overlaps.
It has recently been shown (Hudson, Christensen, Kellog, & Erickson, 2002) that
corporate research managers have a complex relationship with communications
that interrupt workday activities. On one hand, these interruptions are viewed as
an irritation that decreases the efficiency of ongoing tasks, but at the same time they
are understood to be necessary in order to keep up with new information. In other
words, users are aware of the trade-offs associated with interruptions. These find-
ings are consistent with and extend this view. Several respondents indicated that
the cognitive overhead associated with interrupting ongoing activities to screen a
call was preferable to the alternative of not screening and either (a) missing an im-
portant call or (b) answering the call and risking being forced into social interaction
of potentially much greater overhead. It appears that people in both management
and residential settings understand the value of these interruptions and actively
develop strategies to make use of them.
Compared with many kinds of computer-based notifications, telephone call
screening provides a much richer stimulus. The rich set of information that is deliv-
ered directly from a speaking human can potentially be used to analyze the impor-
tance of the notification along dimensions of content, emotional impact, and ur-
gency. The data presented here suggest that when telephone users screen calls, they
do, in fact, utilize several of the potential cues. The identity of the caller is rated as
the most critical, but respondents report utilizing other characteristics of the call as
the situation requires. The reason for the call doubtlessly comes from the verbal
content, whereas the urgency of the call and emotional impact may be extracted
from other vocal characteristics. The caller’s telephone number was rated as sur-
prisingly unimportant compared with other cues, but this may be due to the joint
use of caller ID services along with screening as part of many interruption manage-
ment strategies. However, the general conclusion is that users utilize a wide array
of information in deciding whether to react to a notification.
Although these findings suggest that audio screening represents an effective
way to negotiate communications, there are aspects that could prevent attitudes to-
ward it from being universally positive. In this paradigm, the initiators of commu-
nication (i.e., callers) are required to provide information that is filtered by recipi-
ents. It is unlikely that negative attitudes in this case are the result of a work–benefit
mismatch between caller and recipient (Grudin, 1987), because the work involved
in the caller leaving a message benefits the caller by increasing the chances of reach-
ing the recipient (either immediately or later). It is more likely that there are issues
of social control when the caller feels that his or her priority is being judged by the
recipient. In the study presented here, a small number of respondents indicated
Interruption Management and Call Screening 31
compare the effectiveness of informative alerting with the presence publishing of-
ten used in IM systems. Each paradigm is likely to have its own advantages. How-
ever, taken together with previous findings that availability status displays are of-
ten incorrect and ignored (Milewski & Smith, 2000), these data suggest that
informative alerting may be relatively more workable, at least for telephony. In-
deed, the extent to which presence/availability status displays work at all for IM
systems may be the result of a fairly unique characteristic of the desktop PC. That
is, people who are available for messaging on the PC are nearly always performing
some measurable keyboard activity, which can be used as a powerful presence cue.
This is not true for landline telephones and is definitely not true for mobile or ubiq-
uitous computing devices, which can remain powered on but dormant for hours
even though the owners may be eagerly awaiting communication. Moreover,
Nardi, Whittaker, and Bradner (2000) discovered that even when text IM users on
PCs had status information available, they still negotiated availability in their first
few message interactions. Because text-based interaction may be less socially de-
manding than voice, Nardi et al. suggested that augmenting telephony with early
negotiation via text messages may prove useful. The data presented here suggest
that many telephone users already use audio-screening technologies in this active
way and that informative alerting could form the basis for useful presence-man-
agement strategies.
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